IT & Operations Management in Banks Bilgi Üniversitesi – March 2011

CEO IT Operations CEO Operations IT IT & Operations in Banks CEO IT & Operations

Domains Process Performance Management Physical Security Operations Facility IT

Process Modelling Business Process Management Business Process Change Management Process & Procedures Documentation Process Improvement Projects Organizational Fitness Information Portal Management Process Domain Responsibilities IT Processes Performance Management Operations Facility Physical Security

Budgeting Cost Allocation Procurement Policies & Rules Contract Management SLA Management Performance Management Domain Responsibilities IT Processes Performance Management Operations Facility Physical Security

Trade Finance products Industrialized Credit products Treasury products Domestic payments, International payments, Cheque & Cash Salary payments, utility payments Card Operations ATM, POS & Web Kiosk Monitoring & Maintenance Fraud Management Customer Complaint & Request Management Operations Domain Responsibilities IT Processes Performance Management Operations Facility Physical Security

Construction & Premises Real Estate Architectural Design, Implementation & Monitoring Buildings’ Technical Infrastructure Procurement & General Services Archiving Procurement & Management on Catering Shuttle Cleaning Stationary & Preprinted Forms Corporate Cars CIT Facility Domain Responsibilities IT Processes Performance Management Operations Facility Physical Security

Coordination of Preventive security measures Guarding Services ( At least one security guard at each branch) CCTV Surveillance Maintenance of Emergency and Evacuation plans of all premises Alarm Systems Physical Security Domain Responsibilities IT Processes Performance Management Operations Facility Physical Security

Governance BodyFrequency IT & Operations Steering Committee1 / Month IT & Operations Management Committee1 / Month Technology Management Committee1 / Month IT Information Security Committee1 / Month IT Quality Governance Board3 / Month Xxxxxxxxxxxxxxxxxxxxxx

IT & Operations Figures (Yearly) Year 2009Year 2010Year 2011Budget 2011 StaffXXX Depreciation Opex Total

IT & Operations Figures (Monthly)

IT & Operations FTE Figures (Monthly)

IT IT Overview Organization & Governance Performance Management Security Technology & Operations

Organization & Governance Strategic Planning Organizational Structure Management Activities

Strategic Planning Where it all begins … VisionStrategies Values Roadmap

Organizational Structure

Management Activities

Technical Architecture

C H A N N E L S xxxx xxxxxxx xxxxxxSelf BankingBranch Banking C U S T O M E R P R O D U C T S DepositCards R E F E R E N T I A L S CIF Fees & Charges O P E R A T I O N S Scoring Appraisals Accounting Regularity Reporting Financials & ReportingCustomer Contract Electronic Data Transfer Clearing & Settlement Output Generation EXTERNAL PARTIES D A T A W A R E H O U S E S Basel II Profitability Functional Architecture

IT Sucess Criteria

The number of new requests vs the number of Requests Completed by months IT Requests

# of Ongoing Requests cover all phases (Awaiting BU Approval, Awaiting BU Info or In Analysis, In Dvlp, In UAT) IT Requests

The 2010 Gartner CIO Survey Ali KIRVAL - Bilgi Üniversitesi

The 2010 Gartner CIO Survey results Source : The 2010 Gartner CIO Agenda

The economy places a premium on productivity Source : The 2010 Gartner CIO Agenda

CIOs will lead today and reposition IT for the future Source : The 2010 Gartner CIO Agenda

End User Predictions for 2010  By 2012, 20% of businesses will own no IT assets.  By 2012, Facebook will become the hub for social networks integration and Web socialization.  By 2014, most IT business cases will include carbon remediation costs.  Internet marketing will be regulated by 2015, controlling more than $250 billion in Internet marketing spending worldwide.  By 2014, more than three billion of the world’s adult population will be able to transact electronically via mobile and Internet technology.  By 2015, context will be as influential to mobile consumer services and relationships as search engines are to the Web.  By 2013, mobile phones will overtake PCs as the most common Web access device worldwide. Source : Gartner’s Predicts 2010